Brian Gilbert

• Worked as a dedicated Development Project Manager for Tax Reporting, Expense, Employee Management, Company Maintenance, Data Science, Learning Management, and Mobile modules.
• Coordinated with multiple project stakeholders to ensure that software projects met customer requirements.
• Certified Scrum Master skilled in Waterfall, Agile, and Hybrid methodologies including Scrum and Kanban.
• Project Managed Global software initiatives impacting multiple cross-module teams including Tax Compliance, and Mobile app deliverables.
• Provided modular support for Global initiatives such as EE Forms Redesign , International, and GHP projects.
• Identified and addressed potential risks associated with software development projects.
• Experience with understanding and explaining complex technical problems and their solutions.
• Developed and managed software development project plans, timelines, budgets, and resources.
• Managed communication between software developers, customers, and other stakeholders throughout the development process.
• Developed strategies for resolving conflicts among stakeholders in a timely manner.
• Collaborated with senior management to define objectives and deliverables for each project.
• Reviewed existing processes and procedures related to software development projects and identified areas for improvement.
• Ensured all documents related to software projects were accurate and up-to-date.
• Created detailed reports summarizing the status of each project at regular intervals.
• Organized meetings with relevant personnel to discuss progress on ongoing projects.
• Trained staff on best practices for managing successful software development projects.
• Facilitated discussions between stakeholders regarding changes or modifications needed during the course of a project.
• Conducted post-project reviews to assess successes and challenges faced by team members during implementation stages.
• Resolved issues immediately, enabling project deliverables to meet key milestones as defined by stakeholders.
• Managed and oversaw team of software developers, providing resources and support needed to promote success.
• Monitored milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.
• Identified, addressed and either resolved or escalated project issues.
• Held large cross-module meeting Kickoffs and Check-ins in support of Global and local projects such as Dynamic Strings, Language Translations, and Tax Compliance.
• Developed new workflow processes for both Data Science and Mobile modules that complimented module anomalies such as Jira Service Desk requests and different Development SDLC’s.

• Facilitated and led internal/external meetings with key stakeholders for project kickoffs, scope, milestones, updates, installations, and implementations across cross-function/cross-market teams.
• Experienced with Access Management tools such as Neustar, Access Management Dashboard, Optix, Granite/Mint and various online carrier portals (Frontier, Verizon, Windstream) for submitting ASRs and requesting CSRs.
• Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
• Onboarded new industry carriers and promoted existing ones by establishing MSAs and NDAs with Cox Legal for preferred Type II carrier interconnections using Connect2Fiber.
• Quoted preferred off-net Type II carrier partners for complex multi-site, government, and large business RFPs.
• Assisted Product with Type II carrier product solutions and pricing.
• Created and maintained a SharePoint carrier Service Level Agreement and Order Management Escalation resource repository.
• Collaborated with cross-function/market teams with mid-to-senior leadership within Order Management, Sales Engineers, Access Engineering, and Transport/Network Operations.
• Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
• Worked with Network Operations/Transport teams on test and turn-up calls for customer service activations.
• Conducted postmortem project analysis and reporting to identify lessons learned and best practices.
• Developed Methods and Procedures documentation for evolving technology processes, products, and tools.
• Trained new and junior-level enterprise Retail and Wholesale project managers on carrier portals for placing orders, tracking, and reporting.
• Issued Letters of Authorization, Customers Facility Authorization for collocations and data centers and facilitated Business Access Agreements as a liaison between carrier partners and end-user property owners/managers.
• Reviewed and signed vendor agreements and carrier contracts to ensure accuracy, ROI, and limit company exposure.
• Served as the departmental SME for carrier portals.
• Managed team escalations until issue resolution.

Inaugural national class of Cox Business technicians trained and certified with supporting a wide array of technological business products and services. Categories of technical support ranged from signature VOIP Voicemanager and IP Centrex services, DNS hosting, Static IP/CIDR block addressing to multiple-seat app/software deployment installs and support.

• Provided Cox Business customers tiered voice, data, and video technical support.
• Acted as Team Lead for escalated customer ticket resolutions.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Mentored other technologists and support professionals to provide professional development and skill enhancement.
• Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.

Specialist within a telecom ROC facility that managed Telephone Administration, residential and commercial Local Number Portability.

• Tasked with commercial Number Portability across carrier exchanges including telephony Port-ins, Port-outs, and Toll-Free Resporg.
• Partnered with Service Delivery teams to coordinate carrier telephony Port-ins for Cox Business voice and data complex customer installs.
• Built and managed complex IVR Toll-Free Call Trees.
• Conducted residential Third-Party Verifications with customers for FCC compliance.

Functioned in a hybrid role as an operations and personnel manager but tasked with an integral technical role as the database and software application administrator.

• Managed internal payroll staff of 10-15 and PEO Payroll Manager of +3500 client employees.
• Screened, interviewed, hired internal applicants.
• Managed internal staff including scheduling, training, and continuing skill development.
• Performed initial PEO client setups and database imports using Great Plains Dynamics.
• Database Administrator with MS SQL Server and Active Directory experience.
• Performed routine CRM maintenance Year-end company closure and migrations.
• Procurement for payroll/benefit supplies, technology hardware and software with retail and software vendors.